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Senior Service Desk Manager

2 months ago

Bristol, Bristol, United Kingdom Peaple Talent Full time
Job Title: Service Desk Supervisor

Location: Office-based with occasional client site visits

The client is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. We've grown strongly during difficult trading times and count some of the coolest hospitality companies as our customers. Now, we're scaling up for our next rapid growth phase and are seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment.

Key Responsibilities:

  • Supervise and mentor a small team of client service agents, fostering a collaborative environment and providing professional development.
  • Ensure high levels of customer support, managing escalations, liaising with internal teams, and improving service desk processes.
  • Proactively manage customer satisfaction, ensuring systems operate BAU.
  • Assist the COO in planning strategies to enhance client service delivery through process improvements and innovative solutions.
  • Prepare and present regular reports on client service metrics, team performance, and client feedback.
  • Handle escalated client issues, ensuring timely and effective resolution.
  • Conduct training for new hires and ongoing training for existing staff to maintain high service standards.
  • Participate in the on-call rota, offering out-of-hours telephone support, covering shifts between 8 AM - 8 PM, 7 days per week.

Requirements – Qualifications and Experience:

  • Educated to degree level (BSc, BA) in an IT-related discipline.
  • ITIL Foundation certification.
  • 5+ years of experience working on a customer-facing service desk.
  • Experience using Zendesk (or similar) multi-channel customer service tools.
  • Experience supporting mobile and static devices using industry-standard EMM/MDM tools.
  • Advanced knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
  • Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP, routing, wireless 802.11).
  • A 'Customer first' attitude and a desire to deliver outstanding support, always with a smile.

Benefits:

  • 25 days of holiday per year, with the option to carry over 3 days.
  • Competitive salary package.
  • We celebrate diversity and value equal opportunity, striving to build a team representing varied backgrounds, perspectives, and skills.
  • We are an "Equal Opportunity Employer."